Analyst, Production Support Operations

The Production Support Operations Team plays a critical role in delivering the highest level of customer service to Arcadia's clients. As a Production Support Operations Analyst, you will be on the front lines triaging, investigating, and resolving common issues reported by Arcadia customers and internal stakeholders, or escalating more complex issues for further review. You will leverage tools such as AWS CloudWatch, relational databases, Postman, New Relic, and JIRA to investigate and resolve technical problems. This role requires experience in product support and/or data analysis, and benefits from familiarity with the U.S. healthcare system, care management, and population health. You'll assist in the intake, triage, and resolution of product support tickets, resolve issues using standard operating procedures and known solutions or escalate as appropriate, manage work queues and maintain process documentation, including SOPs and troubleshooting guides, and ensure issues are logged clearly, with all relevant details for smooth resolution and handoff. You'll also provide initial analysis and relevant context to support Tier 3 teams in root cause investigations, coordinate escalation efforts for high-impact issues, including clear internal and external communication about progress, impact, and resolution timelines. You'll develop subject matter expertise in key areas of the Arcadia platform to support common issues, serve as a resource for both customers and internal stakeholders, helping clarify issues and provide status updates. You'll Identify patterns or areas for improvement and propose updates to SOPs or ticket-handling processes and contribute to internal knowledge sharing, including onboarding support and cross-training across the team.